What would you do about a patient who was rude to your receptionist?
In a family practice setting, patients can often be irritable, upset, or in a bad mood. You will likely witness a patient being rude to a receptionist or other staff members, and your interviewing team wants to know that you can handle this situation with class and dignity.
"Being rude is one thing, but abuse is another. Personal attacks and verbal abuse with foul language are hurtful, and it's ugly for other patients to see. I would have a duty to protect not only my employee but my patients from abuse. If the situation didn't quite go that far, I would make sure to quickly insert myself into the conversation to let the patient know they were being out of line and would do so in a respectful manner."
In a situation like this, you need to ensure that the patient knows they are being out of line and that your receptionist is okay. In your answer, talk about your ability to use good judgment and be respectful in a situation like this and yet forthright when needed.
"Just as it is important for staff to respect patients, it is very important that patients treat staff in a respectable manner. I would calmly let the patient know that it is unacceptable to treat any member of our hardworking team in a disrespectful manner."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I will come closer and try to find out what is the reason behind this conversation, and how I can help. I will try to make things easy for the patient. Most of the patients are in pain and they can leash out easily. I will apologize for any inconvenience in the system (to the patient and receptionist).
Chad's Feedback
It sounds like you appreciate that many patients may be short-tempered because of their condition, and are willing to step in to resolve the situation amicably. Nice work!
Unlock all 38 Family Medicine Residency questions
Unlock expert responses that program directors use to select residents.
Get Started